IT Service Desk Analyst
Sacramento, CA, United States
Under the supervision of the Information Technology Supervisor II, the incumbent provides full journey level, tier two IT Service Desk/Technical support, which includes daily phone coverage, emails, and ITD ServiceNow Incident and Service Request submission tracking for DDS users, including HQ/HQ South, STAR Homes, Regional Centers, and Developmental Center staff. Utilize service desk support applications, software, and hardware products. Requires knowledge and experience with Microsoft Office 365 products, Windows operating systems, and ability to troubleshoot and instruct users on other products. Provide support for the Secure File Transfer Protocol process. Provide support for the wireless network, state issued iPhones, tablets, video conferencing, Voice over Internet Protocol, and the ServiceNow ticketing system. Backup support for the Acquisitions purchasing process.
This position is eligible to participate in DDS' hybrid telework schedule. Participation in telework is subject to DDS' guidelines.
You will find additional information about the job in the Duty Statement .
Working Conditions
Occasional after hours work to resolve network issues. Occasional mandatory overtime or travel (day trip or overnight within the state of California) to ensure completion of network tasks at HQ or remote sites. Open-spaced partitioned office. Must be willing to work a shift starting between 7:00am 5:30pm and cover a shift during the lunch period between 11:00pm-2:00pm.
Minimum Requirements You will find the Minimum Requirements in the Class Specification.
INFORMATION TECHNOLOGY ASSOCIATE
Additional Documents Job Application Package Checklist
Duty Statement
Position Details Job Code #:
JC-438941
Position #(s):
472-512-1401-917
Working Title:
IT Service Desk Analyst
Classification:
INFORMATION TECHNOLOGY ASSOCIATE $4,651.00 - $6,234.00 A
$5,113.00 - $6,852.00 B
$5,589.00 - $7,491.00 C
$6,147.00 - $8,238.00 D
# of Positions:
1
Work Location:
Sacramento County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information
The California Department of Developmental Services (DDS) is the agency through which the State of California provides services and supports to individuals with developmental disabilities.
These disabilities include intellectual disability, cerebral palsy, epilepsy, autism and related conditions. Services are provided through state-operated developmental centers and community facilities, and contracts with 21 nonprofit regional centers. The regional centers serve as a local resource to help find and access the services and supports available to individuals with developmental disabilities and their families.
The DDS is located in a modern, sustainable and innovative office building at 1215 "O" Street, Sacramento, California. Some amenities of the building include: First floor retail space (separate access from 12 th Street)
Café with multiple vendors
Outdoor seating for meal breaks
Employee fitness center which includes a yoga studio, cardio equipment and weights
Plaza area with kitchenette on each floor
Lactation rooms
Department Website: http://www.dds.ca.gov
Special Requirements The Statement of Qualifications (SOQ) must total no more than two (2) pages in length and must be formatted with a font of 11pt Arial, single spaced; and margins on the top, bottom, and sides of the pages must be one inch .
The SOQ pages must have a header that include the Job Control# (JC#), your name, and "Statement of Qualifications" appearing below it. All header contents must be centered. Please provide a written narrative answering the following questions:
1. How does your experience, education, and training prepare you for this position?
2. Describe your experience with building effective working relationships with your co-workers in a fast paced environment.
3. For the following technologies, describe your experience with each. Include information on the duration, the scale and complexity of environments you've worked with, and specific technology names or applications you've supported.
a. IT service desk
b. IT ticketing systems
c. Hardware management
d. Software support
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 7/9/2024
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Department of Developmental Services - Headquarters
Attn: Kristin Lehn
Cert Unit
1215 O Street, MS 10-40
Sacramento , CA 95814
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Developmental Services - Headquarters
Kristin Lehn
Cert Unit
1215 O Street, MS 10-40
Sacramento , CA 95814
08:00 AM - 05:00 PM
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job: Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
Resume is optional. It may be included, but is not required.
Statement of Qualifications - A Statement of Qualification (SOQ) is required and is a narrative discussion of how the candidate's education, training, experience, and skills meet the minimum and desirable qualifications and qualify them for the position. The SOQ serves as a documentation of each candidate's ability to present information clearly and concisely in writing. SEE " SPECIAL REQUIREMENTS " ABOVE FOR INSTRUCTIONS.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
Knowledge of: Principles, techniques, and practices related to the delivery of information technology services; the Department's business processes and procedures; education tools and techniques; performance monitoring tools and techniques; data administration techniques and best practices; and the Department's goals and policies.
Ability to: Develop and maintain cooperative and harmonious relationships with Department staff including staff at state operated facilities, regional center staff, the public, and others, maintaining a calm demeanor under pressure, and demonstrating consistency in attendance; work with professional personnel in the field relating to, coordinating, and implementing services for persons with developmental needs; use initiative; act independently with flexibility and tact; use logic, creativity, and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems; perform technical analysis of proposed technology solutions; serve as technical liaison; develop and effectively utilize all available resources; analyze situations accurately and take effective action; speak and write effectively; analyze data and present ideas and information effectively.
Benefits
As a state employee working for the Department of Developmental Services, you and your family will have access to excellent medical, dental and vision insurance benefits in addition to retirement benefits.
Benefit eligibility may be based on job classification, bargaining unit, time base and length of appointment. Additional benefits may also be outlined for specific bargaining units in employee collective bargaining contracts. For more information, please visit the links below:
California State Employee Benefits Summary
CalPERS Health Benefit Summary 2024
Benefit information can be found on the CalHR website and the CalPERS website.
Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Department Website: http://www.dds.ca.gov
Hiring Unit Contact:
Kristin Lehn
(916) 322-7660
[email protected]
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
Office of Human Rights and Advocacy
(916) 654-1888
[email protected]
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Additional Information
Electronic application submission is highly encouraged.
Multiple positions may be filled from this recruitment. This recruitment may be utilized to fill future vacancies that may occur during the life of the certification list.
Possession of Minimum Qualifications will be verified prior to interview and/or appointment. If you are meeting Minimum Qualifications with education, you must include your unofficial transcripts/diploma for verification. Official transcripts may be required upon appointment. If it is determined an applicant does not meet the Minimum Qualifications, the candidate may be withheld from the eligibility list, rendering them inactive and ineligible to be hired for the position. Candidates who have been withheld may file an appeal with the California Department of Human Resources.
All appointments are subject to State Restriction of Appointment (SROA), Departmental Restriction of Appointment (DROA), Re-employment List procedures, pre-employment physical and fingerprint clearances. Further information on the definition of the above may be found on the California Department of Human Resources' website at: www.calhr.ca.gov
Remove Any Confidential Information
Do NOT include ANY confidential information on any documents you submit for a job vacancy, such as your State application, resume, or educational transcripts.
Confidential information that should be excluded or removed from these documents includes, but is not limited to, your Social Security Number (SSN), birthdate, student identification number, driver's license number (unless required), basis of eligibility, examination results, LEAP status, marital status, and age. Confidential information on the first page of applications submitted electronically online, such as Easy ID number, SSN, examination related information, and driver's license number will automatically be redacted upon submission.
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.